Understanding Self-service Technology in Hotels in China: Technology Affordances and Constraints

Chun, Liu; Hung, Kam

doi:10.1007/978-3-030-05940-8_18

Cited by 16 publications

(10 citation statements)

References 30 publications

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“…Kabadayi et al (2019) also suggested that using smart services in hotels leads to enhanced convenience value and informational value for guests. Liu and Hung’s (2019) study in China investigated the potential opportunities that self-service technologies provide for customers and companies, and indicated that self-service technologies improve a hotel’s image and increase efficiency by embedding higher levels of convenience, privacy, and safety in the guest experience.…”

Section: Literature Reviewmentioning

confidence: 99%

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Davari

Vayghan

Jang

et al. 2022

IJCHM

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Purpose This study aims to gain an understanding of hotel experiences during the pandemic by examining sentiments of guests posted online. Design/methodology/approach This paper incorporates the balance theory, in a dyadic system to analyze the ways in which guests were motivated to restore a position of balance during the unprecedented COVID-19 crisis. Qualitative content analysis was used to detect thematic patterns of hotel experiences based on examining online reviews shared by actual guests of two major hotel brands – one more closely associated with convenience-driven automation (high-tech) and the other known for providing more guest–employee interaction (high-touch). Findings The analysis of the reviews yielded six main themes: “purpose of visit,” “COVID safety concerns,” “technology adoption,” “COVID limitations,” “exceeded expectation” and “hospitality of staff.” Staff displaying a welcoming attitude was the main factor in creating a convivial experience for guests at both hotel brands, but the technology was not highlighted as much in guests’ reviews. Despite the pandemic, guests of both hotel brands had similar levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques could be used to get a “big picture” view of the balance between high-touch and high-tech experiences. Practical implications The findings offer support to researchers and practitioners who advocate that high-touch and high-tech can indeed co-exist, and that these distinct service delivery modes do not have to be mutually exclusive. Originality/value This paper provides new trajectories that can broaden the approaches undertaken by hospitality/tourism scholars and practitioners based on user-generated content. This study is one of the first to adopt the lens of the balance theory, in a dyadic system, to investigate how guests may be psychologically motivated to balance their perceptions and expectations during a time of crisis.

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Section: Literature Reviewmentioning

confidence: 99%

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Davari

Vayghan

Jang

et al. 2022

IJCHM

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“…Voice-activated technologies are being installed in hotel rooms (Bittendorfer et al, 2019). Fast food restaurants install self-service kiosks to sell burgers, while airports and hotels -for self-check-in (Kaushik et al, 2015;Liu and Hung, 2019;Wei et al, 2016). Tourism and hospitality companies use automation technologies not only to streamline operations, cut costs and be more price-competitive (Ivanov, 2019) but also to create new experiences (Tung and Au, 2018).…”

Section: Automation Technologies In Tourismmentioning

confidence: 99%

Biosecurity, crisis management, automation technologies and economic performance of travel, tourism and hospitality companies – A conceptual framework

Иванов

Webster

Stoilova³

et al. 2020

Tourism Economics

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The COVID-19 pandemic of 2020 will have a significant influence on travel, tourism and hospitality (TTH) globally. With a massive reduction in tourism globally because of the health crisis, the industry will have to plan recovery and rebuilding of the industry with greater consideration of the biosecurity of customers. A critical element in the reorganisation of the industry will involve the increased incorporation of automation technologies. This article adopts a supply-side perspective and elaborates on the opportunities that automation technologies provide to TTH companies to mitigate the negative impacts of biosecurity threats on their economic performance. It discusses the costs and benefits of the incorporation of increased levels of automation, especially in regard to the benefits of the safety and health of the consumer. It elaborates on how the current pandemic would stimulate the adoption of automation technologies. Finally, the article discusses how this fit into the business models of tourism-related industries and outlines the micro- and macroeconomic implications of the greater incorporation of automation into the industry.

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“…Piccoli et al (2017) argued that IT applications could increase hotels’ competitive advantages such as by lowering operational cost, adding extra values, increasing agility, reducing service processing time and developing new products and services. For example, self-service technologies have been successfully implemented to reduce labor costs, increase operational efficiency, enhance the image of hotels and improve customer experience (Liu and Hung, 2019). E-commerce technologies have cast positive impact on hotel revenues (Hua et al , 2015).…”

Section: Introductionmentioning

confidence: 99%

The moderating effect of operator type: the impact of information technology (IT) expenditures on hotels’ operating performance

Hua

Huang

Medeiros

et al. 2020

IJCHM

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Purpose This study aims to examine how operator type moderates the relationship between hotel information technology (IT) expenditures and operating performance. Design/methodology/approach By adapting and extending O’Neill et al.’s (2008) and Hua et al.’s (2015) research, this study constructed an empirical model and tested proposed hypotheses, with Newey and West (1994) errors computed to accommodate potential heteroscedasticity and autocorrelation issues. Findings Operator type moderates the impact of hotel IT expenditures on operating performance. In particular, it appears that the operator type of franchising exerts a stronger moderating effect compared with other operator types explored. Practical implications This study, as the first of its kind, shows that the choice of operator type shapes how a hotel can effectively use IT expenditures to improve operating performance. This finding can be beneficial for hotel owners when making operator type decisions. In addition, operator type moderates the direct impact of IT expenditures on revenues and gross operating income. This study’s results show that franchised hotels seem to use IT expenditures more effectively compared with independently owned hotels. Originality/value This study contributes both theoretically and practically to understand how operator type moderates the relationship between IT expenditures and hotel performance. The research outcome provides a more holistic view that governs the relationships between IT expenditures, operator type and operating performance.

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Understanding Self-service Technology in Hotels in China: Technology Affordances and Constraints

Cited by 16 publications

References 30 publications

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Biosecurity, crisis management, automation technologies and economic performance of travel, tourism and hospitality companies – A conceptual framework

The moderating effect of operator type: the impact of information technology (IT) expenditures on hotels’ operating performance

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